UX DESIGN Personas In detail

SPECIFICATIONS

Minimal Extensive

EXPERIENCE

Inexperienced Savvy

TECHNOLOGY SAVVINESS

Low High

PORTAL USAGE

Low High

INTRANET USAGE

Low High

CORPORATE SITE USAGE

Operational Strategic

FOCUS ON ROLE

FREQUENTLY USED SYSTEMS

Meet Adam BrownAdministrative Officer

Adam completed an Office Administration & Clerical Course at TAFE when he was 23 and has been working for the Department ever since. Given his extensive experience, he has acquired a wealth of knowledge about the day-to-day operation of the business unit and always knows who to contact and where they are based.

His day is constantly interrupted by phone calls, emails, and face-to-face enquiries. He often actions the enquiries by browsing the intranet or by walking enquirers through the steps to find the information. If it’s outside his domain, he would forward it on to the appropriate party.

Being in a role that sees Adam talking to many people in the Department, having access to up-to-date contact details are imperative. However, information provided on the Staff Directory and Outlook is never the same and is frequently out-of-date. As a workaround, he created his own contact list and revises it every 6 months to ensure its accuracy.

Besides information seeking on behalf of others, he also logs technical issues and uses TRIM to support record keeping needs. He only uses the staff portal occasionally to access SAP and ESS.

NAME: Adam Brown AGE: 35

OCCUPATION: Administration Officer

LOCATION: Bridge Street State Office

ARCHETYPE: Admin

KEY TASKS Process purchase orders and invoices

Assist in information seeking Escalate enquiries to the appropriate party

FRUSTRATIONS Poor intranet navigation and search capability

Unreliable and outdated information Frequent application timeouts

NEEDS Reliable and up-to-date information

Self-service support

“Our intranet is broken. It’s hard to find

information. And what you find may

be out of date.”ALIGNMENT EFFICIENCY QUALITY

DEVICES NEEDED

ESS

Staff email REMEDY TRIM95%

with a desktop or laptop

when seekinginformation

at work

5%

with a tablet orsmartphone to access portal

and emails from home

TRIMREMEDY

UX DESIGN Personas In detail

SPECIFICATIONS

Minimal Extensive

EXPERIENCE

Inexperienced Savvy

TECHNOLOGY SAVVINESS

Low High

PORTAL USAGE

Low High

INTRANET USAGE

Low High

CORPORATE SITE USAGE

Operational Strategic

FOCUS ON ROLE

FREQUENTLY USED SYSTEMS

Meet Margaret MillerCommunication & Support Officer

Margaret worked as a librarian before she resigned from the position during her pregnancy. She wanted to spend more time with her family and prepare for the arrival of her first child.

She re-entered the workforce when her daughter turned three and thought it was a great time to change professions. She joined the Department by chance, and the flexibility and variety of work has kept her in the position for 4 years.

She is currently across a few projects, providing support and assistance to team members when required. For example, she conducts preliminary research and gathers

information for teams (e.g. policies, contact lists & contact details). Occasionally she updates intranet content on behalf of her manager and/or team members.

She is an infrequent user of both the intranet and staff portal. She accesses the former for the staff directory and the latter for ESS.

She has a strict rule with work-life balance, and therefore refrains from syncing her work mail to any of her personal devices.

ESS

“I’m confident that the information I need is

avaliable on the intranet, but not confident that

it is up-to-date or linked properly.”

DEVICES NEEDED

REMEDY ICT servicedesk

Yammer

NAME: Margaret Miller AGE: 32

OCCUPATION: Communciation & Support Officer

LOCATION: Blacktown State Office

ARCHETYPE: General Staff

KEY TASKS Liaising with project teams and business units

Updating and publishing intranet content

FRUSTRATIONS Unreliable A-Z listing

Insufficient CMS guidance and support

NEEDS A ‘knowledge hub’ for CMS support

A ‘new hub’ to centralise news & updates

AWARENESS CONTRIBUTION CONSISTENCY

98%

with a desktop or laptop

when seekinginformation

at work

2%

with a tablet orsmartphone to access portal from home

REMEDY

UX DESIGN Personas In detail

SPECIFICATIONS

Minimal Extensive

EXPERIENCE

Inexperienced Savvy

TECHNOLOGY SAVVINESS

Low High

PORTAL USAGE

Low High

INTRANET USAGE

Low High

CORPORATE SITE USAGE

Operational Strategic

FOCUS ON ROLE

FREQUENTLY USED SYSTEMS

Meet Anthony LeeTeam Leader

Anthony spent 22 years working as a High School PE teacher in rural NSW and is very passionate about ensuring all kids get access to a great education. Two years ago he decided he was ready for a change. He applied for a role within the corporate office where he felt he could use his years of working as a teacher to make a difference.

When Anthony first started working in the corporate office, he used his portal constantly - a behaviour he learnt from his years as a teacher. However, he quickly learnt that this was not necessary given that most applications he needed to use could be bookmarked and accessed directly.

As a team leader, Anthony is responsible for managing project teams and ensuring timely communication occurs both within and across business units. He spends a lot of time on the intranet browsing, sharing and updating information. If he is unsure of the credibility of information, he will cross-check with the corporate site and/or contact the business unit responsible for the content.

He uses Google Drive and Microsoft 365 to save working documents for easy sharing with his project team.

“Searching is so hard. Finding out what is

old and what isnew is very difficult.”

Staff email Google Apps

Microsoft 365

70%

with a desktop or laptop

when seekinginformation

at work

30%

with a tablet orsmartphone to access portal

and emails from home

DEVICES NEEDED

NAME: Anthony Lee AGE: 45

OCCUPATION: Team Leader

LOCATION: Oxford Street State Office

ARCHETYPE: Team Lead

KEY TASKS Managing the delivery of BAU tasks

Managing projects and team to deliver projects Browsing, sharing, and updating intranet information

FRUSTRATIONS Poor intranet navigation and search capability

Outdated information Frequent application timeouts

NEEDS Reliable and up-to-date information

One place to save and retrieve information Meaningful categories on the portal to aid customisation

ACCOUNTABILITY DEPENDABILITY COOPERATION

REMEDY

REMEDY

MICROSOFT

365

UX DESIGN Personas In detail

SPECIFICATIONS

Minimal Extensive

EXPERIENCE

Inexperienced Savvy

TECHNOLOGY SAVVINESS

Low High

PORTAL USAGE

Low High

INTRANET USAGE

Low High

CORPORATE SITE USAGE

Operational Strategic

FOCUS ON ROLE

FREQUENTLY USED SYSTEMSMeet Dorothy YoungManager

Dorothy has 25 years experience working for both private and public organisations. She joined the Department of Education 5 years ago and is now managing a team of 25 people.

Dorothy spends approximately half her day in meetings, taking her laptop with her to take notes. When she has a few minutes between meetings she will check her emails which are synced to her mobile.

When making decisions, Dorothy will refer to the intranet to ensure that she is complying with the Department’s policies and procedures. She also receives requests to approve content for the intranet through either email or via the CMS.

Dorothy is also responsible for handling the day-to-day running of her team, including leave requests, recruitment and procurement.

“Information is all over the place and

there is no easy way to find out

which is the mostcredible. People

need to take ownership.”

Outlook SAP60%

with a desktop or laptop

when seekinginformation

at work

40%

with a tablet orsmartphone to access portal

and emails from home

DEVICES NEEDED

NAME: Dorothy Young AGE: 48

OCCUPATION: Manager

LOCATION: Australian Technology Park Office

ARCHETYPE: Manager

KEY TASKS Staff and project management Strategic planning

Stakeholder engagement and reporting Managing finance and budget

FRUSTRATIONS Content duplication

Segregation between business units Unclear content ownership

NEEDS A one-stop-shop for information

A better content governance framework

DECISIVENESS DYNAMISM CONNECTION

REMEDY

REMEDY

UX DESIGN Personas In detail

SPECIFICATIONS

Minimal Extensive

EXPERIENCE

Inexperienced Savvy

TECHNOLOGY SAVVINESS

Low High

PORTAL USAGE

Low High

INTRANET USAGE

Low High

CORPORATE SITE USAGE

Operational Strategic

FOCUS ON ROLE

FREQUENTLY USED SYSTEMS

Meet Cathy LimWeb Content Officer

Cathy has worked in support roles in different NSW departments over the years. She sees herself as providing a valuable service to corporate and school staff who are confused and sometimes overwhelmed, by the Department’s systems and workflows.

Cathy’s role is task-oriented, highly reactive and prone to interruptions. She gets support requests in Zendesk, REMEDY, email and over the phone. She spends most of her day in Zendesk and REMEDY, which gives her time to digest queries before responding.

Cathy uses the ITD Wiki as a knowledge base and maintains one for her team in Zendesk. She sends these articles to people with common issues to empower them to solve problems for themselves.

Cathy and her team are sensitive to system changes in the department. A poorly designed system makes her job more difficult and impacts her users too. For example, the LifeRay CMS is a poor tool for uploading media files, and Cathy has to look for associated files that may have been uploaded to TeamSite.

Cathy doesn’t use the intranet often, but does use the portal occasionally to access The Buzz and ESS.

“I care about our users’ publishing experience. We need tools that

make it easy to manage our

content and workflows.”

ZenDesk

CMSs

Shared Outlook Mailbox

95%

with a desktop or laptop

when seekinginformation

at work

5%

with a tablet orsmartphone to access portal

and emails from home

DEVICES NEEDED

NAME: Cathy Lim AGE: 34

OCCUPATION: Web Content Officer

LOCATION: Bridge Street Office ARCHETYPE: Support

KEY TASKS Find information on the intranet on behalf of others

Publish content using the CMS, including getting approvals before publishing

Resolve system issues and escalate if required

FRUSTRATIONS Lack of ownership and content governance on the intranet

Information that’s outdated and unreliable System changes (including improvements) are poorly communicated to staff

NEEDS Systems that are easy to use and support everyday workflows Adequate and findable documentation so staff can self-serve

ACCURACY HELPFULNESS SPEED

REMEDY

REMEDY

CMSS

Z